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How Can I Return an Item?

If you’re not completely satisfied with your purchase, you can request a return within 30 days of receiving your order. To begin the return process, please contact us with your order number and a brief explanation of the reason for the return. Our customer support team will review your request and provide further instructions if your return is approved.

Please note:

• Only items purchased directly from ENTERTAINMENT ITEM GROUP SL are eligible for returns. If you bought our product through an authorized retailer, please contact them directly for their return policy.
• All returned products must include their original packaging, along with any accessories, manuals, and documentation.
• Items must be unused and in the same condition as when they were received. Returns with stains, damaged packaging, broken seals, or missing components may not be accepted.
• We do not accept returns on personalized products or items that have been used or mishandled.
• Returns without proof of purchase may be declined. ENTERTAINMENT ITEM GROUP SL reserves the right to refuse any return that does not meet our policy guidelines.

What If I Receive a Defective, Incorrect, or Damaged Item?

If your order arrives damaged, defective, or incorrect, please reach out to our customer support team via our Contact Page as soon as possible. To help us resolve the issue quickly, include the following details in your message:

• Order number
• Proof of purchase
• Photos or video of the issue (if applicable)
• Delivery address
• Phone number

In some cases, we may request additional proof, such as a short video or detailed photos, to process your refund or replacement.

How Long Does the Return Process Take?

Once we receive your returned item, please allow up to 14 business days for processing. We will notify you via email once your return has been completed.

• For defective or incorrect products, you will receive a full refund to your original payment method.
• For non-defective returns, refunds will be issued excluding shipping and handling fees.

When Will I Receive My Refund?

All refunds will be processed back to the original payment method. If you paid with a credit or debit card, the refund will typically be issued to your card-issuing bank within 14 business days after the return is received and processed. Processing times may vary depending on your bank.

If you haven’t received your refund yet, please:

1. Check with your bank or card issuer, as refunds can take a few days to reflect on your statement.
2. If there is still no refund after a reasonable period, contact your bank for further assistance.

Can I Modify or Cancel My Order?

If you need to change or cancel an order, please contact us as soon as possible with your order number and the details of the modification. If your order has not yet been processed, we will do our best to accommodate the request.

Please note:

• Orders that have already been packed or shipped cannot be modified or canceled.
• If you no longer want the item, you may need to process a return following our standard return policy.

For further assistance, please visit our Support Page.
Company details can be found on our Impressum Page.